FAQ's

The Gamesmen's FAQ

We've compiled a list of answers to our most commonly asked questions to try and help you!

Orders

  • Payment methods can be found in the footer of our website, as well as on each product page for online Orders. Please note that certain products are not eligible for certain payment methods, and this will be indicated on the product page. In-store we accept cash, Australian credit and debit cards (including American Express), ZipPay, Afterpay, store credit, and Gamesmen gift vouchers.

  • After you complete the checkout of your order you will receive a confirmation email with your 10-digit order number – XX-XXXXXXXX – please place this number in the customer reference field when paying for bank transfers.

  • We require payment upfront for all online Orders, however you may use several buy-now-pay-later services at our checkout. We accept Afterpay, ZipPay, and PayPal as payment options.

  • Sadly, we have stopped offering lay-by as a fulfilment option. We are only able to take deposits in-store on items that are available for pre-order.

  • There are various reasons why this could happen. We would recommend that if your order is showing as on hold that you check your email for updates, or contact us for further details. Our contact details can be located at the bottom in the footer of our website.

  • Yes! Please reply to the order confirmation email with a request to cancel the order, and we can process a cancellation for you. Please note that once Orders are packed we are unable to cancel them, so if you change your mind, please let us know as soon as possible! Additionally, we cannot process cancellations of Orders via phone, or without the confirmation email attached.

  • Reasons for declined payments include but are not limited to: the use of international credit cards, verification issues, or issues with purchases made overseas. If you feel your order should be processed properly but isn't, please give us a call or send us an email with the details of your issue. Our contact details can be located at the bottom in the footer of our website.

Pick up In-store

  • If you select in-store pick-up at checkout, your order will be picked by our in-store staff. When your order is ready, you'll receive an email from our staff indicating that it's ready for collection.

  • To ensure that the collection of your order is as smooth and quick as possible, please ensure that you have a valid form of identification with you, as well as the invoice number for the order that you are collecting, and the credit card that you used to pay for the order (if applicable).

  • Yes! In the order comments, please specify the name of the individual who will be collecting on your behalf. Alternatively, if you're suddenly unable to collect and need to make alternative arrangements, please reply to the order confirmation email to let us know, and we'll amend the order for you. We are unable to authorise changes over the phone, or without the confirmation email attached.

  • We only send emails regarding orders ready to collect when the complete order has been picked. If an order can only be partially fulfilled, we hold off on sending the notification. If you'd like to pick up a portion of your order as they come into stock, please call our store, or send us an email requesting it.

  • Once we send the initial email indicating that your order is ready, we will send a reminder 5 days from that point. After 14 days, we will pass the money paid to store credit minus a $10 cancellation fee.

  • If you've not yet received an email, don't fret! We may be in the process of preparing your order, or it may only be partially fulfilled. If it has been a few days since your order was placed and you've not received communication from us, you are welcome to call us to check its progress.

  • Yes! Please reply to your order confirmation email specifying the time period you need before you'll be able to pick up your order.

Pricing

  • The Gamesmen does not have an explicit price matching policy. While we are open to the possibility of price matching in-store, we can't make guarantees. We do not price match online, or over the phone. If you've seen a product for cheaper than advertised in-store, please let our staff know and they will try to assist.

  • We do often offer discounts and deals on specific products and bundles. In order to be the first to find out about them, follow us on social media, or sign up for our email newsletter!

  • We are in a position to offer discounts for bulk orders. Please send us an email if you wish to enquire about what we can offer. Additionally, we are sometimes able to offer extra savings if you make large purchases in-store, so please feel free to ask.

Stock

  • Some items allow back-orders: these are items that we expect to receive more of in the near future. You are welcome to check these items out as per usual, and we'll fulfil your order as they come in. Others may not offer you the opportunity to back-order: these will likely not come back into stock any time soon, if ever, but please call us if you'd like to double-check.

  • Not likely! As our stock updates in real-time, your order may have allocated the last product of that type that was in stock. If you're unsure, you're welcome to call our store or office to confirm your order with us.

  • If you're coming to our store to purchase a particular item that you can see is in stock, please call us to have it put aside. Please note that our in-store staff cannot stop a product from being sold online first, and can only hold the item for 24 hours, at which point it returns to our shelves. To ensure that the product you'd like is available, we always recommend purchasing online and opting to collect in-store.

  • All products sold at The Gamesmen are usable within Australia. All consoles are Australian stock, and pictures on the product pages of games reflect the region that it is from. For the most part, all our games are Australian stock, however, there are notable exceptions: games that are out of print locally or imported titles that have not seen a release here. There may be discrepancies with downloadable content for these titles, but the games themselves are fully functional.

Dispatch & Delivery

  • Orders are dispatched once all items in the order are in-stock. If you've ordered a mixture of in-stock and pre-order or out of stock items and wish to split the order, please contact us (additional shipping charges may apply). When ordering online please refer to the shipping calculator on the product page for an estimated dispatch date.

  • Generally speaking, the best recourse is to check all common drop points like porches, letterboxes etc for the parcel or a sign of attempted delivery. If you've not already done so, this is a great first step. Beyond that, there are many reasons why parcels haven't shown up yet, such as incorrect mail redirection or an address issue. If your order is over 7 days past due, please contact us and we will do our best to chase up.

  • There are circumstances in which orders are not dispatched during the expected time period. Orders with pre-ordered or out of stock items will be held until the product in question is available for dispatch; particularly large or complex orders may take some extra processing time; and lastly, orders made during particularly busy periods may incur some extra processing time. We appreciate your patience during these instances, but if you feel your parcel should have shipped but hasn't, please call our store or email us for an update.

  • Our overnight courier service performs pickups once a day, so to ensure that all Get It Tonight orders are processed we place strict requirements on them. Orders placed after 1:30pm or containing items NOT listed as “In Stock (Online)” will be delivered the following night - please continue to check your email for updates.

  • If you've entered an old or incorrect address, you'll need to contact us immediately to have it amended. Our contact details can be located at the bottom in the footer of our website. Ensure you have your amended address ready when you contact us. Please note that if your order has already been dispatched, we'll be unable to amend the address.

  • Yes! Please reply to your order confirmation as soon as possible indicating that you wish to cancel the order. Please note that if your order has already been dispatched, we will be unable to cancel the order.

  • There are numerous reasons why this can happen, including an incomplete or incorrect address, failure to collect from the Local Post Office, or if the recipient is not known at the destination address. Parcels that are returned to us can be re-shipped upon arrival but will incur a re-delivery fee appropriate to the product sent. Please note that if no response is received after 30 days, we will consider your goods forfeit.

  • Due to the possible discrepancy in shipping costs that additions, subtractions or replacements of products in orders can cause, we can cancel an existing order so that it can be replaced with the correct items. If you wish to do so, please call our store or email us with details.

  • Yes! Please call or send us an email as soon as you know you'd like to upgrade your shipping and provide your order details. Please note that if your order has already been packed, and during periods of high demand such as Christmas, we'll be unable to upgrade your shipping option.

  • Across Australia, we offer both Standard and Express post options for all our products. For customers in the Sydney Metro area, we also offer a same day/overnight courier service. Available delivery options will be provided at checkout or can be previewed on each product page using the delivery calculator.

  • Certain items that can be shipped in tough bags will be sent via Letter Post to keep shipping charges low. If you believe that tracking details were not added in error, please contact us so that we can investigate for you.

  • By default, orders with items that are either unreleased or on backorder will be sent when the out-of-stock items are available. If you are happy to wait for the complete order to arrive, nothing else needs to be done. However, if you wish for the in-stock items to arrive as soon as possible, we recommend placing them as separate orders. If you have already placed an order, you can either request a cancellation of the pre-order item(s) or have them split into a separate order. Please note that additional fees will apply in the event of a split.

Trade ins

  • There are many factors that influence the trade-in value of hardware and software, so it would be best to bring the items to our store for appraisal. If you have a particularly rare, unique, or interesting find that you would like us to take a look at, we'd encourage you to send us an email with details! Note that we are unable to provide a quote over the phone or via email, and in most circumstances we cannot accept shipped trade-ins.

  • Unfortunately, we are unable to offer cash for trade-ins.

  • We accept all console hardware and select peripherals. We also accept all software, excluding PC games and any software that requires digital activation. Please note that we cannot accept software that is damaged beyond repair, or missing vital components (such as cover art, disc case, etc). Each item is appraised by our sales staff and can be rejected at their discretion.

  • In order to receive the maximum amount of trade value for your consoles, we ask that consoles be traded in full working order with at least the minimum components required to properly function. Consoles missing power cables, AV cables, controllers, hard drives, or the like will not be able to be traded for full value.

  • All console hardware is tested, cleaned, and formatted for use before sale, and console software is cleaned and/or resurfaced if the disc is scratched or dirty. With that said, all pre-owned software carries a 30-day replacement warranty, with pre-owned accessories carrying a 3-month warranty, and pre-owned consoles a 6-month warranty. If you encounter any issues with your product, please contact us.

RETURNS

  • If you did not receive the product you expected, we encourage you to contact us via email. Please provide your order number, a description of what you received, and photos of the product(s) sent in error. If it is found that we have not provided you with what you ordered, we will pay for return shipping and get it sorted ASAP.

  • If your product is faulty or damaged in any way, we encourage you to contact us via email. Please provide your order number, as well as a description of the fault, and pictures and video showing the fault or damage. We assess faulty products on a case-by-case basis, so we appreciate your patience as we investigate. We will attempt to troubleshoot and get your product working again, and if we cannot eliminate the fault, we are happy to have the product sent back to us for a repair, replacement, or refund. If we are contacted within 30 days of dispatch or in-store pickup, we are happy to bear the expense of return shipping.

  • Yes! Please refer to our Returns Page for full details. Please note that if the product in question has been opened, removed from its packaging, or used, we are unable to provide a refund. See our Returns page for more details.

  • Once a product is opened or used, we are not able to offer refunds due to a change of mind. If you have questions about a particular product before you purchase it, please feel free to call or email us!

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